Return Information
Returns & Exchanges
RIGHT TO CANCEL
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us [Equi Zone International, Kruppstr. 2, 48499 Salzbergen, Germany, +49 5976 6972836, info@equizoneonline.com] of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. Effects of cancellation if you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than – (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If you are not satisfied with your product in any way, EquiZone Online gives you 30 days to return or exchange your items. Please note that EquiZone Online is unable to provide a refund for any items that appear to be soiled, used or damaged in any way or items returned without original packaging and tags. Exchange of free items or bonus products is not allowed. If returned you will not receive any monetary or material compensation for them. Please include this form with all returns.
For items being returned from outside the EU we highly recommend NOT returning your items with UPS, DPD, GLS, DHL EXPRESS (or any other courier) as you will incur large import clearance fees that we will not cover on your behalf (in excess of €40). You are best returning your items via your countries regular postal network.
EXCHANGE: You are only able to exchange an item to a different size. Exchange to another colour or product is not allowed. If we are unable to provide the size you require you will be contacted by our Team and offered another size or a full refund. You must cover the cost of returning your item to us. You should allow up to 14 business days for EquiZone Online to process your return and send out the replacement. Please note, shipping costs on exchange items must be covered on your behalf. We will send you through an invoice with the shipping costs for the exchanged item. Should you require express shipping please inform us prior to the exchange.
The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colours and details. If you have any doubts regarding those details, we advise you to contact our customer service before placing an order. Minor product detail differences and slight changes in colours do not justify a claim. Apply common sense.
The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.
Sale items (if applicable) - Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
To obtain a refund please send us an email at info@equizoneonline.com, then return your product to EquiZone Online. It is important that you provide us with sufficient information about your reason for returning the product and if you would prefer compensation by a replacement or refund of your money. You will also be compensated for the return postage costs if the fault is on behalf of EquiZone Online (proof of postage costs is required). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You should allow up to 14 business days for us to process your return and compensate you accordingly.
Lost return or exchange parcels and unclaimed orders
Please note that if return or exchange parcels are lost when being sent back to EquiZone Online, you will only be compensated if you have the postal tracking code for the shipment. We highly recommend that you send all return or exchange items by registered, insured post so that a tracking number is provided.